Author: Robin Gareiss, CEO & Principal Analyst
Two providers earned Metrigy’s MetriStar award for Voice of the Customer platforms. The value of the MetriStar award is that it is based on both customer ratings of providers and quantitative metrics correlating the use of a vendor’s products and services with measurable business success.
Voice of the Customer: Voice of the Customer (VoC) is the feedback companies receive from customers about their experiences, preferences, and expectations with a company, brand, products, and services. Tools in this category allow companies to collect data through direct surveys, interviews, or focus groups. They also may incorporate that data with third-party review sites or social media, as well as passive means, such as website statistics. The goal is to combine that feedback and use it to improve customer experience (CX) and loyalty, relying upon dashboards, automated workflow, and alerts based on policies. Artificial intelligence also may play a role by taking action based on feedback or predicting events.
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